User`s guide

12(16)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 D
152/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
• Calls pending in the queue and waiting for
a free ACD agent.
• Disconnection of a call.
• Change of the directory number of the
monitored ACD group.
These additional events which are associated with the
directory number of an ACD group will give the CTI
Server the possibility to get a more detailed picture of
the handling of an ACD call inside PBX.
• Rerouting of specific calls on demand
The existing functionality of the Automated Attendant
will be extended to offer a flexible way of routing calls
via CTI. This is done by the adaptation of the general
routing procedure of the Automated Attendant and by
the enhancement of the facility CTI Groups. The
current version of the facility CTI Groups prompts the
caller with a voice announcement to enter a PIN-code
and then sends a request to reroute the call containing
the CLIP and PIN of the caller as parameters to the
CTI Server. A data base research on the basis of the
CLIP and PIN results in the most suitable destination
for the call, and the BusinessPhone will get this new
destination from the CTI Server.
Especially in connection with an ACD environment it is
not useful to ask the caller for a PIN-code, as he
probably will not have any. Nevertheless it can be
reasonable to use the facility CTI for AA as a CTI-filter
in front of the actual ACD. In this case the data base
request will be performed only on the basis of the CLIP
of the caller, and therefore the question for the PIN
could be suppressed. This will be done by simply not
programming the according voice announcement
reference in the relevant RASC command. If this
reference is not programmed, the BusinessPhone
sends immediately the reroute request to the CTI
Server without waiting for the caller to enter his PIN.
This special PIN can be useful as an additional
parameter in a database request to find a suitable
reroute destination.
The feature could be used for instance to route VIP
customers directly to the most appropriate agent or to
route troublesome and annoying callers directly to the
Voice Mail System.
• Tandem configuration with CTI
With the integration of cordless phones in the
BusinessPhone the concept of a tandem configuration
was introduced in the central software. A tandem
configuration is a master-slave combination of the two
extensions, where only the directory number of the
master is visible to the user. Internally however the
slave has his own hidden directory number. With
BusinessLink for Windows NT all CTI applications will
have access to this feature and the driver will take care
of the internal message handling. The only restrictions
are:
• A slave extension can never be an ACD-
agent
• All ACD requests towards a slave
extension will be suppressed by the driver.
• Monitoring of operator instrument (as Inter-
face to the new PC-Operator)
The CTI based operator offers the possibility to
substitute the existing operator instrument. Therefore,
an application program will offer the full range of
operator functionality even if there is only a standard
digital telephone, which is programmed as operator
instrument. This allows free seating of the operator, as
a standard extension can be used as operator
instrument by starting the OWS application on the
associated PC. (Exceptions: R-key instruments
[POTS, Freeset] and analogue telephones cannot be
used as operator instrument.)
• Support of Networking
The networking feature provides the possibility to
operate the BusinessPhone as part of a private
corporate network. In order to reach destinations in the
network, the number plan within the network has to be
extended by the private network access code; a
private network number can consist of 8 digits at
maximum. Therefore, the networking functionality of
the CTI system will be enhanced, in order to offer
better support for call handling in private and public
networks.
Only internal directory numbers of the connected
BusinessPhone will be controlled via the CTI link.
Therefore, networking functionality effects on the CTI
implementation only as far as the source of an
incoming call or the destination for an outgoing call is
concerned. Incoming calls from a corporate network
will be presented to the CTI Server as standard
incoming trunk call, and outgoing network calls will be
handled as outgoing calls toward a public network.